Shipping policy

General Shipping Information

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after you receive your order confirmation email. You'll receive another notification once your order ships.

Please note that shipping timelines are separate from processing timelines. All delivery estimates are provided by the carrier and are not guaranteed, and transit times are often longer during busy periods such as the holidays. Once an order leaves our warehouse, we're unable to control delays caused by carrier backlogs, customs or border clearance, or weather.

Customers are responsible for providing a complete and accurate shipping address at checkout. Please contact us immediately if an address needs correcting, as we can't guarantee changes once an order has been fulfilled.

Do you ship outside of Canada and the US?

We currently ship only within Canada and the United States due to the cost of international shipping and duties. We're hoping to have this resolved soon so our drops can be in homes all over the globe!

Peak Season Delays

Carriers experience significantly higher volumes between November and January, and transit times are often longer than the estimates shown at checkout. During this period, orders will not be considered delayed or missing until 10 business days past the final estimated delivery date.

Lost, Stolen, or Missing Packages

This is never what we want, but on rare occasions packages can be delayed, lost in transit, or returned to sender due to being undeliverable.

For all orders shipped with a tracked method, lost packages must be investigated through the shipping carrier. To initiate a claim, email support@tryloui.com with your order number and we'll help get the process started. Carrier claim timelines are outside our control and can take 2-5 business days.

Missing or undelivered packages must be reported to us within 14 days of the last tracking update, as we're unable to submit carrier claims outside this window.

Refunds or replacements are not guaranteed for orders marked as delivered, and will only be issued if the carrier formally confirms the package was lost or misdelivered. We're unable to issue refunds or replacements for packages lost or stolen after delivery, or for orders delivered to the address provided at checkout.

For orders returned to sender, once the package is received back at our warehouse we'll issue a refund for the order less any shipping fees. Orders refused on delivery or left unclaimed at a pickup location are treated as returned to sender.

My package shows "delivered" but I haven't received it. What should I do?

Before reaching out, please try these steps:

• Wait 24 hours, as packages sometimes arrive shortly after the delivery scan

• Check with your local carrier, as they may know where it was left

• Ask your neighbours in case it was misdelivered

• Check any side doors, porch boxes, mailrooms, or building offices

Most carriers do not provide delivery photos, and the absence of a photo does not indicate a delivery failure. Where a photo is provided, it comes from the carrier and we're unable to request additional images, GPS data, or driver records.

If you've tried these steps and still can't locate your package, please file a claim directly with the carrier. We're unable to take responsibility for orders marked as delivered, and an official non-emergency police report is required for any claim on an undelivered package marked as delivered.